-Oversees the team to successfully complete their projects on time, within budget & quality, and manages workload distribution through assessment of team bandwidth and project complexity.-Responsible for the strategy and day-to-day management of Work Force Management (WFM) functions, including forecasting, scheduling, real-time operations, staffing, and technology needs and utilization. -Actively leads and facilitates discussion of performance to forecast, collaborating with operations leaders to optimize discussion of performance capabilities.-Monitors an organization’s business strategy to make sure it employs enough workers with the right skills at the right time.Sets goals for the team with a focus on improving customer experience and continuous improvement of Work Force Management (WFM) and Data Analytics operations, including the execution of a multi-year roadmap.-Provides proactive analysis, presentations, and strategic recommendations for driving business improvements. Sponsor integrated workforce support, driving standardization of processes, scale, and efficiency. Creates criteria for forecast evaluation systems.-Responsible for the building-up and maintenance of program governance structures, driving effective decisions, project schedules, success criteria, project milestones, and report to wider stakeholder groups.-Manage internal/external interactions and promote collaboration to foster a positive team environment, effective communications, and efficient use of resources to meet project timelines and contractual obligations.-Collaborates with business leaders, strategic planning, HR, Finance, and other stakeholders to review existing workforce needs, strategize for the future, and to ensure alignment with business objectives and financial goals.-Additional duties as assigned.

o Has a demonstrable track record in the Network industry.o Excellent knowledge of Cisco networking and their product portfolio.o Excellent knowledge of MPLS Wide Area Networks, Voice over IP, IP Trunking and SIP technologies.o Proven staff management skills.o Resource planning and project delivery skill sets.o Proven communication skills at all levels.o Proven ability to deliver Networking services into a medium business environmento Able to work well under pressure, have a flexible attitude and be responsive to change.o Have good organizational skills.o Have excellent attention to detail.

o Schedule the right people in the right places at the right timeso Review and recommend time frame to be used for all future training, cross training, info sessions, meetings as required not to impact clients specso Communicate to other scheduler any adjustment that should be made to ensure results are achieved in the future.o Open vacation allotment increase if anticipated volume is lower than usualo Look at previous days/weeks reports to see if schedules are working efficiently and if a trend is standing outo Communicate and adjust any future schedule changes as necessary

o In charge of implementing work schedule and monitoring shift changes in Blue Pumpkin in order to ensure that there are sufficient manpower deployed at a given shift schedule o Responsible for preparing reports and statistical data for internal and external clients. o Responsible for analyzing trends and daily adherence in the system.o Responsible for managing schedules for 2 technical accounts using the Blue Pumpkin software

o In charge of implementing work schedule and monitoring shift changes of CCS in order to ensure that there are sufficient manpower deployed at a given shift schedule o Responsible for preparing reports and statistical data for internal and external clients. o Responsible for analyzing trends and daily MIS to track leakages in the system.o Responsible for preparing schedules for 2 technical accounts using the Blue Pumpkin software

o Analyzes data from CMS Avaya which gives out data for call volumes and frequencies, consolidates them for forecasting calls and schedules.o Maintained staffing schedule in order to reach service level agreements.o Reports to clients daily stats and records. Consolidates data and manages them in a template for executive viewing.o Handles exceptions for all accounts using e workforce management.o Makes sure that the agents follow break schedules and retains the occupancy level to the client’s targeto Trains Advanced Microsoft Excel to all IBM employees. This includes advanced formulas and macros.o Coordinates with the Network and IT team of IBM for any technical issues regarding avaya phones, system issues and other technical problems.o Creates standard reports for all account workforce that are submitted to their respective clients.o Manages and creates custom reports using CMS Avaya for real time monitoring and forecasting and scheduling.o Leads a group of people responsible for scheduling, forecasting and reports to clients.

o Analyzes data for incoming calls, gives forecast and makes sure that the site meets the client service level.o Handles the incentive program of the Company for all 15 account programs.o Creates templates in order for the data to be organized and consolidated.o Handles exceptions for all accounts using e workforce management.o Making sure that the agents follow break schedules and retains the occupancy level to the client’s target

- Gives solution to customers who have problems with the local ISP provider for all aspects of connectivity such as DSL, Cable and Wireless Internet connection. - Provides troubleshooting steps and walkthrough basis for their problems and concerns. - Sells client products and value added services such as Norton Anti Virus to customers. - Gives step by step instruction in installation and operation for such products and tech support for the given item. - Gives information on billing problems and other customer related issues such as credit checks and cash balances.- Provides processes for dial-up internet related problems for all Microsoft and Macintosh Operating systems.